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Complaint 1.
9th August 2024 ordered 4 for price of 3 books
10th August WOB informed me one of the books wasn't available did I want an alternative or a refund.
12th August I suggested a replacement but it was not eligible
14th August I received an email saying 'We’d like to make this right! I’d be more than happy to refund the order. I have now put this through our system. The refund may take up to 48 hours to appear in your account.
Please accept my apologies for any inconvenience this may have caused. '
10th September I emailed asking them where they refunded the item I had paid with paypal and couldn't see a refund there. I have looked in my account on WOB and cannot see any refund there either.
I have not received a reply to this.
Complaint 2.
1st Sept 2024 I ordered 4 books 4th one free:
I received an email saying all 4 had been shipped on 1st sept.
Title Status
1 Bunny vs Monkey: Rise of the Maniacal Badger (Well Read Condition) Shipped
1 Bunny vs Monkey 2: Journey to the Centre of the Eurg-th (Very Good Condition) Shipped
1 Bunny vs Monkey and the League of Doom! (Very Good Condition) Shipped
1 Bunny vs Monkey (Very Good Condition)
I received 3 books one of which was wrong:
'Bunny vs Monkey book two' in very poor condition not what I ordered I reported this on 3 Sept .
4th sept WOB responded saying I should let them know if they don't arrive no mention of the book they sent in error.
4th sept I replied asking what to do with the book sent in error
5th Sept I received one of the remaining books, so I emailed them asking when the 4th would be sent, I specified which book I was waiting for
I am still awaiting
Bunny vs Monkey 2: Journey to the Centre of the Eurg-th (Very Good Condition)
6th Sept they replied about the wrong book asking for ISBN info I sent this same day
8th Sept I replied saying I still hadn't received Bunny vs Monkey 2: Journey to the Centre of the Eurg-th (Very Good Condition)
11th Sept they told me to give the incorrect book to a charity shop. Then they said they would send a replacement Bunny vs Monkey and the League of Doom! By Jamie Smart.
11 sept I immediately replied saying I said quite clearly in my email below it is the bunny vs monkey- journey to the centre of the Eurg-th I am waiting for. Please do not send the League of Doom book again.
12 sept I emailed WOB again saying
Dear WOB,
I have so many problems with your customer service that I am inclined to stop using WOB.
1. the most urgent is the email I received yesterday below. I clearly stated which book of my order has not arrived but you are sending me a duplicate of one of the books that has arrived! I don't want it and will not pay for postage to send it back if it arrives. The book I haven't yet received is:
I am still awaiting
Bunny vs Monkey 2: Journey to the Centre of the Eurg-th (Very Good Condition)
Please send this ASAP.
2. I also have a problem from a previous order where you didn't have the book and I asked for a refund on 13th August nearly a month ago and there is no sign of this refund happening. I emailed again about it on 10th September, no reply.
The issues seem to always be with the buy 3 get 4th one free as with both of the above.
I could not see any way on your website of making a complaint surely this is a requirement of consumer rights legislation?
Please resolve these 2 issues and reply to me ASAP.
Thank you
Ruth Tamsett
16 Sept I received the duplicate book I had asked them not to send. I emailed immediately saying they had sent the wrong book again. I am still awaiting ' bunny vs monkey- journey to the centre of the Eurg-th this is what I paid for!'
Ruth Tamsett
ruth.[protected]@googlemail.com
Desired outcome: I want the missing book to be sent or refunded.I want the first complaint refund
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Thank you.
Could you explain what it is your organisation does please? Do you display complaints on your website or any other actions? Or just advise people what to do?
Thanks
Ruth
World of Books have now made good all their mistakes, I have received the refund and replacement books. I am now happy to resume being their customer in the hope that there are no further problems.
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It’s clear that you’ve had a frustrating experience with World of Books, dealing with multiple issues across two separate orders. The delays, incorrect shipments, lack of communication, and the failure to provide a refund as promised have really added up. It’s especially frustrating that despite your clear instructions, they’ve sent the wrong book more than once and still haven’t resolved your missing refund from August.
You’ve done well to document everything, and it’s reasonable to expect that WOB should address both the replacement and the refund immediately. They’ve made several mistakes, and their customer service has been lacking, especially with the confusion over the specific book you’re waiting for. It’s completely understandable that you’d consider stopping your business with them, given these ongoing issues.
Hopefully, they resolve this quickly and give you the proper responses you deserve. If they continue to ignore your complaints, it might be worth exploring consumer rights options to ensure they follow through.